Escalation Engineer

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🕒 Março 23

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Captions

SiteLinkedInTodas as Vagas

11 - 50 funcionários

👥 B2C

☁️ SaaS

B2C • SaaS • Analytics

Captions é uma plataforma que ajuda os usuários a rastrear e descobrir as startups mais recentes financiadas por grandes investidores. Ela oferece filtros poderosos e atualizações diárias para manter os usuários informados sobre as tendências e desenvolvimentos da indústria. Captions foca em oferecer insights em uma variedade de setores, incluindo IA/Aprendizado de Máquina, Cibersegurança, e-Commerce, EdTech, FinTech, e muitos outros. Com sede em Nova York, a empresa opera com uma equipe de 11-50 funcionários e foi fundada em 2020. Captions é apoiada por investidores notáveis e ajuda os usuários a ganhar e economizar aproveitando seus dados, com níveis de engajamento comparáveis aos de plataformas populares de mídia social como Instagram e Twitter.

Descrição

• Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team. • Provide support to troubleshoot and resolve technical issues that the customer success team has escalated. • Identify bugs, test, reproduce, report and work with the engineers to assist with a fix and test/verify fix versions. • Provide ideas and assist with creating documentation and training material for external and internal Support Center content. • Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers. • Learn in-depth the latest features and offerings from Alkira. • Work with the internal QA team to cover any gaps in testing and automation. • Work with development teams to provide feedback and guidance for new features/improvements. • Provide escalation support during off-hours on-call will be required.

🎯 Requisitos

• Minimum 4+ years of experience in technical support, design or implementation. • Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP. • Working experience with Linux - checking kernel logs and configuring networking components. • Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3. • Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus. • Experience in Python programming. • Knowledge of Terraform or other IaC tools. • Prior experience with AWS/Azure/GCP Cloud networking is a plus. • Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases. • Must have the ability to learn new features and technologies as the industry evolves. • Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box. • Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. • Strong passion for providing exceptional support to our customers. • Prior experience in large-scale network designing/deployment is a plus. • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members. • Proactively create and publish knowledge articles and internal troubleshooting guides. • Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.

🏖️ Benefícios

• great benefits • rewards innovation • respects diversity • encourages teamwork